Hi,
I know.. duplicate notifications - that old chestnut.. but bear with me, I've not found an answer to this elsewhere (and I did check although it may be hiding under a different phrase). Make yourself comfy... lots of words and pictures but hopefully it will help towards a resolution 🙂
We have a notification which is triggered on a catalog task when the following conditions are met:
As you can see, it is weighted and we ignore any updates made by the person who actually requested the thing (so we don't tell them what they just told us), and it is on the change of additional comments on update (not insert).
If we update the task by entering notes directly into the task it sends out a notice to the requester saying "here's the update, love n hugz" (or words to that effect) - lovely... perfect.
If the task is updated by an inbound email - it sends two emails from THIS notification - not two different ones, this notification generates both emails - to the same person, with the same update. It says one is generated by the system and one is generated by 'guest' (even though it was me who sent the email and I'm not a 'guest' user). Despite the "luv n hugz" bit, it's not really a good thing for our users - they're not going to like it... funny lot.
So, I checked the business rule: "Ignore duplicates" on the email table.
Does it meet the condition: current.weight > '0' && current.type == 'send-ready' ? Well, for a while yes it did, I saw both of them sitting in 'send-ready' in the email box for at least a minute, maybe more. Reading through the script in the business rule I notice there is some checking done - and there's a lovely bit which says about greater than weighting, or less than weighting, and setting those to ignore, but no "equals" weighting, which is, I guess, why it didn't have any effect on my notices.
I also checked where the notification is being triggered. First of all, I checked the task, filtered on "additional comments" and I think you can guess how many additional comments there were.. yup, just one inbound email listed under additional comments. So that ruled out that one. Then in advanced view in the notification I searched on notifications created and found both of them sitting happily.
here is the first one from the notification listing:
here is the second one - slightly longer duration but otherwise exactly the same (unless I need to go to a well known opticians).
and here are the emails - I've removed the recipient name because I have to, but they are exactly the same.. honest:
Here are some things I can't do:
I can't exclude anything where an update is by "guest" because there may be a genuine time when a guest might update a ticket by email reply
I can't exclude anything where an update is by "system" because we have workflow which runs and generates notices
So.. lovely people... what *can* I do? (apart from make cake, I'm good at that).
thanks in advance - oh and we're on Helsinki Patch 7.
